Mahel in Hatton Garden was so helpful. He really went above and beyond for us, even sourced an IGI certificate for us and helped to arrange delivery to the Dublin store as we were leaving London. He w... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Plenty of choice and easy to use website. Fair prices. Images of products realistic. Easy to place order. Description of products very useful. Updated with delivery good. The ring we purchased was... See more
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I made a mistake with my order, which was quickly rectified by a helpful gentleman over the phone. I need not have worried about spending a large amount of money with this company. I was notified at... See more
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Great customer service. Kept me updated with frequent emails as production of the ring reached different stages. Arrived within the time frame they gave me. Very glad I came here for an engagement rin... See more
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Company details
About Diamonds Factory
Written by the company
Here at Diamonds Factory, our core goal and mission is all about making those all important milestones matter with luxury, affordable jewellery pieces. With over 15 years experience in the industry, Diamonds Factory was created from the simple idea that luxury products shouldn’t cost the earth - and that mission still stands firm now.
From the highest quality diamonds to unique gemstones and beyond, we offer an extensive range of incredible luxury jewellery pieces, specialising in engagement rings that make that ‘I Do’ moment one they’ll never forget.
Happy customers are at the heart of everything we do, which is why we offer around the clock real-human customer care. We’re always on hand to answer any queries or questions to make sure our customer satisfaction stays at an exceptional level, which can be seen clearly in our high calibre of outstanding reviews.
Our Promise
Written by the company
- Superb Value & Quality
- Superb value matched with exceptional quality is what sets us apart from high street jewellers. Every design is handcrafted by our expert craftsmen using high-quality, ethically sourced materials. As each design is sent direct from the makers, cutting out the middleman, you pay up to 78% less than you would on the high street.
- Visit Us
- You can visit us in the world-famous Hatton Garden in London, Birmingham, Liverpool, Leeds, Manchester, Sheffield, Nottingham, Glasgow, Edinburgh, Newcastle & Belfast. Our team members are always happy to help and are on hand to give their expert advice on buying diamonds. If internet shopping is more your style, you can also visit us online.
- Custom Jewellery & Bespoke Service
- All of our jewellery designs can be beautifully customised, by selecting your metal type and diamond specifications, to create the piece you envisaged. If you prefer a completely unique design, you can also take advantage of our bespoke service.
- Our Heritage
- With four generations of expertise guiding us, a team of expert craftsmen and knowledgeable diamond experts, we've grown into one of the most trusted jewellers in the world.
Contact info
7 Hatton Garden, EC1N 8AD, London, United Kingdom
- 0207 138 3672
- service@diamondsfactory.co.uk
- www.diamondsfactory.co.uk
4.3
Excellent
7K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 88% of negative reviews
Typically replies within 1 week
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Teya in the Cardiff branch was amazing
Teya in the Cardiff branch was amazing, so lovely and patient during our try on and through the ordering process. The ring is gorgeous and we’re super happy with it!
26 July 2026
Absolutely delighted with my eternity…
Absolutely delighted with my eternity ring from Diamonds Factory. It’s even more beautiful in person, the diamonds sparkle beautifully and the quality is fantastic. It sits perfectly alongside my other ring and I couldn’t be happier with it. The whole experience was excellent from start to finish and I wouldn’t hesitate to recommend Diamonds Factory. A gorgeous ring that I’ll treasure forever.
25 July 2026
Leeds - not recommended
Leeds :
Ruby Earrings
Delivery was late, I was not kept up to date.
I had to keep chasing up my order.
Staff seemed very unconcerned.
It absolutely ruined my special day. I was so disappointed.
It took a month for any sort of an apology which was inadequate.
Would never go there again
3 May 2026
Unprompted review
Reply from Diamonds Factory
Hello Jenny,
Thank you for taking the time to leave your feedback. We apologise for the delay to your ruby earrings and the lack of updates affecting the occasion.
We appreciate you sharing your experience and will take your comments regarding communication and service seriously.
Kindest Regards,,
The Diamonds Factory Team
Exceptional personal service
Exceptional personal service. Amazing staff. Jewellery beautiful and kept up to date with the order and delivery of my order.
24 July 2026
Reply from Diamonds Factory
Hello,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Fantastic high quality diamond ring
Fantastic high quality diamond ring - even better than we expected! Very pleased and highly recommended
30 July 2026
It’s beautiful and feels so special as…
It’s beautiful and feels so special as they notified me of each stage of the making process
I couldn’t wait for it arrive and it arrived super quickly aswell
30 July 2026
Delighted with my earrings
Delighted with my earrings. The staff were very friendly & helpful.
1 May 2026
Awful customer service
I ordered a bracelet in February which I loved, however it has broken , not from the clasp but actually snapped in the middle. I have been trying to contact them but had no reply. There is no email address and they do not answer the phone. There is only an online form to submit which they don't reply too. Im going to have to contact PayPal to try and get a charge back as they are obviously not bothered about repairing it.
23 July 2026
Unprompted review
Reply from Diamonds Factory
Hello Susan,
Thank you for taking the time to leave your feedback. We're sorry to hear that your bracelet has broken and your experience having difficulty getting in touch. We can see a member of our team have been in contact and we await its return with us to resolve this issue with your bracelet.
Kindest Regards,
The Diamonds Factory Team
3 rings bought all excellent value and…
3 rings bought all excellent value and beautifully made. Great customer service and would highly recommend
30 July 2026
Fantastic job from start to finish
Fantastic job from start to finish, private meeting in store is perfect!
5 October 2025
Currently live in Spain
Currently live in Spain. The service and turnaround time was excellent.
19 July 2026
Reply from Diamonds Factory
Hello Robin,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
I received the wrong ring and no answer from diamonds factory factory.
Despite sending an email and answering their survey I have received no news from diamonds factory. I chose a ring in the boutique in London but the person looking after us ordered a different ring to what I’ve tried !!! I was shocked when my fiancé got home ! We paid a lot for the ring and I am baffled to not have received any news from them! I would avoid at all cost !!
Here I am now with a ring I did not chose and do not like !!!
13 June 2026
Reply from Diamonds Factory
Hello Pauline,
Thank you for taking the time to leave your feedback. We're very sorry to hear that the ring you received was not the one you believed had been selected during your time in store and your experience with response to this concern. We have requested and contact to be actioned and confirmed by the London team to resolve this asap. Again, we sincerely apologise for this frustration and disappointment.
Kindest Regards,
The Diamonds Factory Team
Gorgeous wedding ring!
Just received my wedding band and it is absolutely gorgeous!! The communication from start to finish was excellent and it was a safe and secure delivery! will 100% be ordering from here in the future the quality is fantastic and the diamonds look incredible and so sparkly!
24 July 2026
Reply from Diamonds Factory
Hello Becca,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Reply from Diamonds Factory
Hello John,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Item return issue
The item is not very small, and i am trying to return it back since 10 days, but no one is responding.
24 July 2026
Reply from Diamonds Factory
Hello Rajankumar,
Thank you for taking the time to leave your review. We are sorry to hear that your order did not meet your expectations and that you've been unable to get a response regarding your return request. We can confirm that this has now been responded to.
Please note we also provide info concerning returns and refunds on our website due to this being a frequently asked question linked below:
https://www.diamondsfactory.co.uk/customer-care/returns-policy?_gl=1*19xox50*_up*MQ..&gclid=EAIaIQobChMIl-GekOy4iQMVWuUWBR1HjwySEAAYAiAAEgK_TvD_BwE
Kindest Regards,
The Diamonds Factory Team
After 2nd try for an evil eye necklace…
After 2nd try for an evil eye necklace the 2nd one came thru with speedy service. The first one must have been received in USCustoms in Memphis TN by an arse who had a power problem at the import site.
Love the 2nd one and will order from you again.
23 July 2026
Reply from Diamonds Factory
Hello Donna,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Good communications and a very pretty…
Good communications and a very pretty ring, the only downside was the delivery. I had notification that it was coming at 12.11-13.11 last Thursday 23/7, slightly worrying when it did not turn up, it did not arrive until Monday .
23 July 2026
Reply from Diamonds Factory
Hello Lindsay,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Be aware!
Warning: In my experience, this shop made false statements and I believe other customers should be aware.
I am extremely disappointed with this shop’s customer service and the way my complaint was handled.
I ordered earrings worth just over €900. When I collected the parcel from the DHL Packstation and opened it, the item was missing. I reported the problem to the seller immediately.
At first, I received no reply. After contacting them again, they claimed I had never contacted them before and even sent me a response intended for a completely different customer.
The seller then asked me to send photos of the opened parcel but did not ask me to take the parcel to DHL for a physical inspection, which is normally required when the contents of a parcel are missing.
After repeatedly asking for updates, I was told that DHL was investigating the case. Later, the seller informed me that my refund had been forwarded to the responsible department. Nothing happened. When I contacted them again, I was suddenly told that I first had to wait for DHL’s investigation to be completed.
Eventually, the seller claimed that DHL had finished its investigation, found no issue, and confirmed that neither DHL nor the seller was responsible.
Because this seemed questionable, I contacted DHL Express myself. DHL Express confirmed to me in writing that the seller had never contacted them and that no complaint or investigation had been opened with DHL Express regarding my case. This directly contradicts the seller’s statements.
After I sent this written evidence to the seller, they stopped responding completely.
In addition, because the seller never instructed me to submit the parcel to DHL for a physical inspection, such an inspection could not take place. As a result, the seller also missed the opportunity to process a proper damage claim through DHL.
The payment dispute is now being handled through Klarna. Based on my experience, I cannot recommend this shop.
30 July 2026
Unprompted review
Reply from Diamonds Factory
Hallo,
vielen Dank, dass Sie sich die Zeit genommen haben, uns Ihr ausführliches Feedback mitzuteilen. Es tut uns sehr leid zu hören, welche Erfahrung Sie gemacht haben, und wir möchten uns aufrichtig für die entstandene Enttäuschung entschuldigen. Gleichzeitig bedanken wir uns für Ihre Geduld während der gemeinsamen Untersuchung mit DHL.
Im Verlauf der Untersuchung haben wir eng mit DHL zusammengearbeitet und sowohl den Versand- als auch den Zustellprozess sorgfältig geprüft. Dazu gehörten die Unterlagen unseres Versandzentrums, die bestätigen, dass der Artikel ordnungsgemäß verpackt, versiegelt und an DHL übergeben wurde, sowie die Ergebnisse der Untersuchung von DHL, nach denen das Paket ohne Anzeichen einer Manipulation oder sonstiger Unregelmäßigkeiten während des Transports an den vorgesehenen Empfänger zugestellt wurde. Wir verstehen vollkommen, wie enttäuschend dieses Ergebnis für Sie ist. Auf Grundlage der uns vorliegenden Informationen konnten wir jedoch nicht feststellen, dass der Artikel während des Transports verloren gegangen ist. Daher können wir in diesem Fall leider weder eine Rückerstattung noch einen Ersatz anbieten.
Sollten künftig neue Informationen oder weitere Nachweise vorliegen, prüfen wir den Sachverhalt selbstverständlich gerne erneut.
Mit freundlichen Grüßen
Das Team von The Diamonds Factory
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